Sandra Baker
Suitland,MD
Summary
Dynamic Location Supervisor at Hub Group with a proven track record in enhancing service quality and efficiency. Skilled in strategic sales and creative problem-solving, I excel in developing safety policies and fostering strong client relations. Recognized for exceptional communication skills and a commitment to operational excellence.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Location Supervisor
Hub Group
Hyattsville, MD
12.2021 - Current
- Supervised daily operations to ensure efficient workflow and service delivery.
- Coordinated transportation logistics to optimize route planning and scheduling.
- Implemented process improvements to enhance service quality and efficiency.
- Supervised staff by checking in regularly to offer guidance.
- Conducted regular inspections of premises, equipment, and supplies to ensure proper functioning.
- Scheduled shifts for personnel based on workload demands and budget constraints.
- Addressed any security concerns or violations promptly upon discovery.
- Developed and implemented location-specific policies for the safety of staff and customers.
Customer Service Supervisor
Giant Food
Alexandria, VA
09.2017 - 11.2021
- Supervised daily operations of customer service team to ensure efficient workflow.
- Trained staff on company policies and customer service best practices.
- Developed training materials for onboarding new customer service representatives.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Answered phone calls and responded to questions and concerns.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
Customer Service Sales and Retention Representative
CenturyLink Communications
Tarboro, NC
07.2009 - 08.2017
- Answered an average of 40-50 calls per day by addressing customer inquiries, solving problems and providing new product information.
- Described product to customers and accurately explained details and quality of service being provided.
- Conducted weekly development with the manager to discuss monthly goals are on track to maintain 100% by month end of production.
- Handled daily heavy flow of call volume of and cooperated with other departments on solving problems on first call resolution.
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
- Scored in top 10% of employees in successful resolution of issues.
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
- Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
- Operated a POS system to itemize and complete an average of number customer purchases.
Education
High School Diploma -
Howard D. Woodson
Washington, D.C01.1979
Skills
- Creative problem solver
- Exceptional communication skills
- MS Windows proficient
- Quick learner
- International sales support
- Strong client relations
- Strategic sales knowledge
- Proficient with systems: BE, IPOS, ENSEMBLE, SIMON, AVAYA, TOTALVIEW, HANDBOOK
- Safety policy development
- Customer service
Certification
- BE, OMS, IPOS, ENSEMBLE, SIMON, AVAYA, TOTALVIEW and CUSTOMER HANDBOOK training.
- Sales Essentials Certificate, Top 10% NPS Scores within company.
Timeline
Location Supervisor
Hub Group
12.2021 - Current
Customer Service Supervisor
Giant Food
09.2017 - 11.2021
Customer Service Sales and Retention Representative
CenturyLink Communications
07.2009 - 08.2017
High School Diploma -
Howard D. Woodson
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